Customer Service Representative

3 weeks ago


Sacramento, California, United States EssilorLuxottica Full time
Job Overview
We are seeking a dedicated and skilled Customer Service Advocate to join our team at EssilorLuxottica. As a key member of our customer service department, you will play a vital role in ensuring the satisfaction of our customers by providing top-notch support and resolving their queries efficiently.

About Us
EssilorLuxottica is a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We bring together the expertise of two industry pioneers to create a vertically integrated business that addresses the evolving vision needs of people worldwide.

Your Role
You will be responsible for managing customer requests through Salesforce cases, prioritizing and problem-solving complex customer issues, and maintaining a clean and organized work environment. Your excellent communication skills and ability to work effectively in a team setting will enable you to build strong relationships with customers, colleagues, and internal stakeholders.

Key Responsibilities
- Manage customer requests via Salesforce cases to successful outcome
- Manage workflow and scheduling to ensure jobs are completed and customer needs are met in a timely manner
- Provide quality customer service by answering customer calls, responding to customer questions/concerns, handling technical questions/concerns, and conducting outbound calls (Missed ETAs, Follow-up requests, Back-order substitutions)

Requirements
- High school education or equivalent required
- 4+ years previous related optical experience and/or training
- Data Entry knowledge
- Lab process flow knowledge
- Telephone/Email Etiquette
- Active Listening
- Familiarity with electronic communication methods such as email, instant messaging, and chat services
- Basic ability to add and subtract
- Understand decimal numerical sequencing
- Ability to read, write, and comprehend simple instructions, short correspondence, and memos
- Ability to communicate effectively in a team environment
- Keyboarding skills with the ability to do 10 key
- Basic computer hardware knowledge
- ABO (AMERICAN BOARD OF OPTICIANRY) Certification
- Microsoft Office programs required (Excel, Word, etc.)
- Gmail and Google Suite of Web Based Applications
- Eclipse Order Entry experience
- Optifacts experience
- Salesforce.com experience

What We Offer
We offer a competitive salary of $21.85 - $30.54 per hour, based on experience, qualifications, and location. Our benefits package includes health care, retirement savings, paid time off/vacation, and various employee discounts. We are an equal opportunity employer and welcome applications from diverse candidates.

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